Customer experience training and quality manager Work, Jobs in Hythe, Ham (with Salaries)

Customer Experience Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Maintenance
- Project management
Quick apply
Customer Services Team Leader
Odstock Medical Ltd —Salisbury
- £29,000 - £40,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
- Relocation assistance
- Sick pay
Quick apply
8d
QHSE Administrator
Insensys Ltd —Fareham
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- Free parking
- Employee assistance programme
Quick apply
8d
Operations Manager
Lanes Group —Southampton
- £45,000 a year
- Full-time
- Microsoft Office
Quick apply
Area Manager
Places for People —Eastleigh
- £45,000 a year
- Leadership
- Annual leave
- Employee discount
Logistics & Facilities Manager
Cavendish Ships Stores LTD —Fareham
- £42,000 a year
- Full-time
- Hotel
- In-person
- Negotiation
- Free parking
- Employee discount
Quick apply
13d
Admissions and Enrolment Manager
City of Portsmouth College —Portsmouth
- £41,758.55 - £44,298.68 a year
- Full-time
- Management
- English
- Microsoft Office
- Free parking
- Annual leave
Quick apply
7d
Digital Manager
Bishops Printers —Portsmouth
- From £35,000 a year
- Overtime
- Social media management
- Organisational skills
- In-person
- Free parking
Quick apply
11d
Project Manager - Supply Chain
Domo Tactical Communications —Whiteley
- PMP
- Project management
- Contracts
- Annual leave
- Employee assistance programme
14d
Hard Services Manager – Hursley
Apleona —Southampton
- £55,000 - £58,000 a year
- Monday to Friday
- Management
- Maintenance
- Travel
- Employee discount
4d
House Supervisor of Student Accommodation (PBSA)
Unilife - Ultimate Student Living —Southampton
- £29,000 - £32,000 a year
- Weekend availability
- CRM software
- Hospitality
- Management
- Free parking
- Sick pay
Quick apply
1d
Resident Experience Associate
CompassRock International —Southampton
- £27,000 - £30,000 a year
- Weekend availability
- Microsoft Outlook
- Customer service
- Computer literacy
- Annual leave
- Sick pay
Quick apply
Customer Experience Manager (Contact Centre Manager)
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Management
- Analysis skills
- Continuous improvement
Quick apply
Marketing and Brand Manager (MedTech)
Odstock Medical Ltd —Salisbury
- £25,000 - £35,000 a year
- Full-time
- Travel
- In-person
- Marketing
- Relocation assistance
- Annual leave
Quick apply
8d
Building Services Manager
Urbanbubble —Southampton
- £38,000 - £47,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Annual leave
- Referral programme
Quick apply
8d
Project Manager
Benifex —Southampton
- From £45,000 a year
- Remote
- Project management
- Communication skills
- Employee assistance programme
- Employee discount
11d
Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
Technical Training Advisor
Maritime and Coastguard Agency —Southampton
- £30,485 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
- Employee assistance programme
7d
Project Manager - Office Fit-Out
Domo Tactical Communications —Whiteley
- Microsoft Excel
- Organisational skills
- Contracts
- Annual leave
- Employee assistance programme
14d
Senior Product Manager – Space
Critical Software —Southampton
- £64,000 - £99,000 a year
- Full-time
- Sales
- English
- Product management
- Employee assistance programme
Quick apply

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Customer Experience Training and Quality Manager

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Customer service
Maintenance
Project management
Continuous improvement
Organisational skills
LMS
Communication skills

Full job description

Job Advert

Job Title: Customer Experience Training & Quality Manager

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels. The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards. Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .

Main Duties and Objectives:

Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors
Develop property management specific training modules (e.g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication
Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)
Conduct training needs analyses and create development plans aligned with business priorities
Support team leaders with coaching frameworks to reinforce training across the team
Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)
Define quality standards aligned with regulatory requirements, company policies, and service expectations
Conduct regular quality audits and ensure consistent calibration across leadership teams.
Provide structured feedback and reporting to drive performance improvement.
Ensure adherence to relevant property management regulations and customer service compliance standards.
Use data insights to identify trends, knowledge gaps, and performance issues.
Partner with operational leaders to implement targeted improvement plans.
Develop and track KPIs relating to training effectiveness and quality outcomes.
Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.
Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.
Support change initiatives, including system updates, process changes, and new service implementations.

Essential Skills:

Proven experience in a Training and/or Quality role within a contact centre environment.
Strong understanding of QA frameworks, coaching techniques, and learning design.
Excellent communication, facilitation, and stakeholder management skills.
Analytical mindset with the ability to interpret data and drive actionable insights.
Experience working with contact centre technologies and performance tools.
Customer first mindset

Attention to detail and quality standards
Strong organisational and project management skills
Ability to influence and drive change
Problem-solving and continuous improvement orientation

Desirable Skills:

Knowledge of UK property regulations (e.g., tenancy law, maintenance responsibilities).
Experience implementing or managing learning management systems (LMS).
Experience leading small teams or influencing cross-functional stakeholders.

Success Measures:

Improvement in QA scores across all channels
Increased advisor competency and reduced onboarding time
Positive trends in customer satisfaction (CSAT/NPS)
Reduced complaints and compliance breaches
Measurable impact of training on operational KPIs

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

BACK TO ALL VACANCIES

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Refine Your Search

customer experience training and quality manager jobs in hythe, ham

Customer Experience Training and Quality Manager

Customer Services Team Leader

QHSE Administrator

Operations Manager

Area Manager

Logistics & Facilities Manager

Admissions and Enrolment Manager

Digital Manager

Project Manager - Supply Chain

Hard Services Manager – Hursley

House Supervisor of Student Accommodation (PBSA)

Resident Experience Associate

Customer Experience Manager (Contact Centre Manager)

Marketing and Brand Manager (MedTech)

Building Services Manager

Project Manager

Customer Service & Experience Team Leader

Technical Training Advisor

Project Manager - Office Fit-Out

Senior Product Manager – Space

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